Genesys Cloud - Main

Hello,

I am testing the integration of CX Clod from Genesys and Salesforce, I already installed on my SF Sandbox the package needed for the integration

successfully route and inbound calls, inbound email and inbound messenger chat and successful outbound call with all record page displaying as followed on the instructions.
(About CX Cloud from Genesys and Salesforce - Genesys Cloud Resource Center)

but I am encountering a problem when making an Outbound Email the tool is not populating any queues assigned on my user

and the error I'm getting: Error during queue search: No Division permitted for the user {Genesys AgentID}

this user is under Home division with roles/permission access to all division and in outbound calls I am successful in searching queues.
only problem is outbound email.

also user can send outbound email when using genesys web interface. anyone might have encountered this? How to fix?

Hello Ernest, 

Are you running the most recent version of the Salesforce package? I was doing some digging and found that this was a recent issue and potentially resolved with the new package release.

Cheers, 

Hello,

I am testing the integration of CX Clod from Genesys and Salesforce, I already installed on my SF Sandbox the package needed for the integration

successfully route and inbound calls, inbound email and inbound messenger chat and successful outbound call with all record page displaying as followed on the instructions.
(About CX Cloud from Genesys and Salesforce - Genesys Cloud Resource Center)

but I am encountering a problem when making an Outbound Email the tool is not populating any queues assigned on my user

and the error I'm getting: Error during queue search: No Division permitted for the user {Genesys AgentID}

this user is under Home division with roles/permission access to all division and in outbound calls I am successful in searching queues.
only problem is outbound email.

also user can send outbound email when using genesys web interface. anyone might have encountered this? How to fix?

Hi Cameron,

below are  the version of the installed packages, how to update the versions?

Hello Ernest, 

Are you running the most recent version of the Salesforce package? I was doing some digging and found that this was a recent issue and potentially resolved with the new package release.

Cheers, 

Hello,

I am testing the integration of CX Clod from Genesys and Salesforce, I already installed on my SF Sandbox the package needed for the integration

successfully route and inbound calls, inbound email and inbound messenger chat and successful outbound call with all record page displaying as followed on the instructions.
(About CX Cloud from Genesys and Salesforce - Genesys Cloud Resource Center)

but I am encountering a problem when making an Outbound Email the tool is not populating any queues assigned on my user

and the error I'm getting: Error during queue search: No Division permitted for the user {Genesys AgentID}

this user is under Home division with roles/permission access to all division and in outbound calls I am successful in searching queues.
only problem is outbound email.

also user can send outbound email when using genesys web interface. anyone might have encountered this? How to fix?

Hello,

I am testing the integration of CX Clod from Genesys and Salesforce, I already installed on my SF Sandbox the package needed for the integration

successfully route and inbound calls, inbound email and inbound messenger chat and successful outbound call with all record page displaying as followed on the instructions.
(About CX Cloud from Genesys and Salesforce - Genesys Cloud Resource Center)

but I am encountering a problem when making an Outbound Email the tool is not populating any queues assigned on my user

and the error I'm getting: Error during queue search: No Division permitted for the user {Genesys AgentID}

this user is under Home division with roles/permission access to all division and in outbound calls I am successful in searching queues.
only problem is outbound email.

also user can send outbound email when using genesys web interface. anyone might have encountered this? How to fix?

Hi Ernest,

   Did you end up raising a ticket with Genesys? Did you get any responses from them? I've hit the exact same error with CX Cloud from Genesys and Salesforce and have been trying to isolate which permission(s) is needed. When I added "admin" role to my user I was able to send out email from CX Cloud but obviously that's not a role I can assign to all end users

Hello,

I am testing the integration of CX Clod from Genesys and Salesforce, I already installed on my SF Sandbox the package needed for the integration

successfully route and inbound calls, inbound email and inbound messenger chat and successful outbound call with all record page displaying as followed on the instructions.
(About CX Cloud from Genesys and Salesforce - Genesys Cloud Resource Center)

but I am encountering a problem when making an Outbound Email the tool is not populating any queues assigned on my user

and the error I'm getting: Error during queue search: No Division permitted for the user {Genesys AgentID}

this user is under Home division with roles/permission access to all division and in outbound calls I am successful in searching queues.
only problem is outbound email.

also user can send outbound email when using genesys web interface. anyone might have encountered this? How to fix?

Hello Peter, 

While we wait for Ernest reply there are a couple of things we can check.

1. Verify CX Cloud config
   1. Check the CX cloud package is installed and up to date. 
   2. Verify all remote site setting are correctly configured in SF
   3. Ensure Oauth settings are properly set up between SF and GC
2. Check Queue Component Configuration
   1. Navigate to the GC CX queue activation and stats component in SF
   2. Verify that queues are properly displayed and activated
3. Verify User Permissions in both systems
   1. In SF check that your user has appropriate permissions sets for CX Cloud
      1. Verify access to the lightning app where CX cloud is configured
   2. In GC confirm your user is properly synced between SF and GC. 
      1. verify queue assignments are correctly mapped

Some troubleshooting steps you could try is check SF logs under the logging section for integration issues, clear your SF cache and refresh your lightning app, try deactivating and reactivating your queue assignments and verify GC user ID is correctly mapped in SF. 

If all this fails I would recommend the same as Ernest and open a support case as they can dig deeper into logs and escalate to the proper channels, if needed. 

Cheers, 

Hi Ernest,

   Did you end up raising a ticket with Genesys? Did you get any responses from them? I've hit the exact same error with CX Cloud from Genesys and Salesforce and have been trying to isolate which permission(s) is needed. When I added "admin" role to my user I was able to send out email from CX Cloud but obviously that's not a role I can assign to all end users

Hello,

I am testing the integration of CX Clod from Genesys and Salesforce, I already installed on my SF Sandbox the package needed for the integration

successfully route and inbound calls, inbound email and inbound messenger chat and successful outbound call with all record page displaying as followed on the instructions.
(About CX Cloud from Genesys and Salesforce - Genesys Cloud Resource Center)

but I am encountering a problem when making an Outbound Email the tool is not populating any queues assigned on my user

and the error I'm getting: Error during queue search: No Division permitted for the user {Genesys AgentID}

this user is under Home division with roles/permission access to all division and in outbound calls I am successful in searching queues.
only problem is outbound email.

also user can send outbound email when using genesys web interface. anyone might have encountered this? How to fix?

Hi was able to fix this without raising the ticket, I was missing this permission in genesys: conversation > communication > Target

better if you could check if you have all the permission under: conversation > communication > All  Permission

Hello Peter, 

While we wait for Ernest reply there are a couple of things we can check.

1. Verify CX Cloud config
   1. Check the CX cloud package is installed and up to date. 
   2. Verify all remote site setting are correctly configured in SF
   3. Ensure Oauth settings are properly set up between SF and GC
2. Check Queue Component Configuration
   1. Navigate to the GC CX queue activation and stats component in SF
   2. Verify that queues are properly displayed and activated
3. Verify User Permissions in both systems
   1. In SF check that your user has appropriate permissions sets for CX Cloud
      1. Verify access to the lightning app where CX cloud is configured
   2. In GC confirm your user is properly synced between SF and GC. 
      1. verify queue assignments are correctly mapped

Some troubleshooting steps you could try is check SF logs under the logging section for integration issues, clear your SF cache and refresh your lightning app, try deactivating and reactivating your queue assignments and verify GC user ID is correctly mapped in SF. 

If all this fails I would recommend the same as Ernest and open a support case as they can dig deeper into logs and escalate to the proper channels, if needed. 

Cheers, 

Hi Ernest,

   Did you end up raising a ticket with Genesys? Did you get any responses from them? I've hit the exact same error with CX Cloud from Genesys and Salesforce and have been trying to isolate which permission(s) is needed. When I added "admin" role to my user I was able to send out email from CX Cloud but obviously that's not a role I can assign to all end users

Hello,

I am testing the integration of CX Clod from Genesys and Salesforce, I already installed on my SF Sandbox the package needed for the integration

successfully route and inbound calls, inbound email and inbound messenger chat and successful outbound call with all record page displaying as followed on the instructions.
(About CX Cloud from Genesys and Salesforce - Genesys Cloud Resource Center)

but I am encountering a problem when making an Outbound Email the tool is not populating any queues assigned on my user

and the error I'm getting: Error during queue search: No Division permitted for the user {Genesys AgentID}

this user is under Home division with roles/permission access to all division and in outbound calls I am successful in searching queues.
only problem is outbound email.

also user can send outbound email when using genesys web interface. anyone might have encountered this? How to fix?